Department store group John Lewis’ chief customer officer Charlotte Lock has stepped down after three years in the role, she has announced on LinkedIn.
Lock, who was John Lewis’ first “pan-partnership” customer director, is stepping down from the business to pursue “a role which is a personal passion” – though she has not announced what her next move will be.
In her LinkedIn statement, Lock thanked John Lewis for “three intense, rewarding and super-fun years”, adding: “It’s been a privilege and I’m so proud of all we have achieved together. I wish you all every success and happiness.”
Lock played a pivotal role in relaunching John Lewis’ Never Knowingly Undersold price promise last year, saying at the time: “Our shops are the beating heart of our brand and our customers love the ritual of Christmas shopping there – so we wanted to give the store a starring role in our ad for the first time.”
A spokesperson for John Lewis said: “Over the last three years, Charlotte has made a significant contribution to our business. Under her customer leadership, we have grown customer numbers, our loyalty programmes, our net promoter scores, and brand and customer satisfaction metrics.
“Charlotte led the relaunch of our JLP brand identity and John Lewis brand promise; introduced distinctive shop and online propositions; drove the growth of our retail media business; as well as leading our Christmas campaigns.
“We would like to take this opportunity to thank Charlotte for her dedication and contribution to the transformation of JLP and wish her all the best for the future.”
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